Franchise Law Firms and the Transformation of Personal Legal Services

By Jerry Van Hoy | Go to book overview

3
Client Services: Selling and Processing Law

One of the most important aspects of any professional practice is the delivery of services to clients. Franchise law firm advertisements claim to offer clients uniquely personal services. Potential clients are told that "the law" and legal systems can be cold and confusing. Franchise law firms offer to hold the client's hand and walk him through our "maze of laws."

This chapter 1 explores how franchise law firms fulfill such promises. From the advertising pitches to the delivery of the final product, clients are led down a well-planned and tightly controlled path. Ironically, it is salemanship--not legal skills--that lawyers and secretaries develop that allow a limited and routinized set of services to be experienced as personalized service and hand-holding by clients. I begin with a brief examination of the functions of television advertising for franchise law firms. I then discuss how clients, secretaries and lawyers interact in branch offices through the sale and production of services. The chapter concludes with a discussion of how clients experience their interactions with franchise law firms.

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Franchise Law Firms and the Transformation of Personal Legal Services
Table of contents

Table of contents

  • Title Page iii
  • Contents v
  • Preface vii
  • Acknowledgments xi
  • 1- The Rise of Franchise Law Firms 1
  • 2- The Organization of Mass Production Law 27
  • Notes 50
  • 3- Client Services: Selling and Processing Law 51
  • Notes 75
  • 4- Franchise Law Firms and Traditional Practice 77
  • Notes 85
  • 5- Lawyer Alienation 87
  • Notes 112
  • 6- Alienation and Unions 115
  • Notes 127
  • 7- Markets, Innovation and Prepackaged Law 129
  • Appendix: Data and Methods 139
  • Notes 142
  • References 143
  • Index 149
  • About the Author 156
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